Call recording and data protection

Call Centre Helper Forum » Call Centre Management

(4 posts)

Hi All,

I am looking for some help. We have a small call centre of around 40 staff and we are going to start call recording. However around 50% of our calls the agents need to take credit card payments / bank details or the converstaions are of a sensitive nature.

Data protection states that we can not store or record people giveing bank details / credit card detials...I am sure we are not the only business that has these problmes so how do you overcome this problem?

I would welcome your suggestions and help!

Thanks Sarah

Posted 10 months ago

technologyprovider

Hmmm this seems to be tricky one, this is what we do for such processes:

1. Call recording is turned off for such calls, agent can manually turn it off before he goes into the sensitive part of the call.

2. We transfer the call to an IVR that records data using DTMF and then interacts with the bank/financial organization. Agent just gets in information on whether the transaction succeeded or failed. No data is available to the user.

Posted 9 months ago

beatrice51

Hi
technologyprovider.

Please note as per the current highlighted issue: British Gas could do with some advice on this seems to be a current issue as the calls do record the bank data at present

Posted 9 months ago

technologyprovider

Hi Beatrice,

Recording sensitive data is might lead to security related threats, this is the reason why we decided to use an IVR and integrate it directly with the banks/financial organizations, all banks do publish API's for integration. I more than willing to help anyone who would want to use something like this.

Posted 9 months ago

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